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OPPO Store FAQ

FAQ
Can OPPO device products be delivered to my country?

We are happy to deliver your order to the UK, France, and Spain, excluding Commonwealth-affiliated outer islands.

Can I change my delivery method after placing an order?

Unfortunately, once an order is confirmed, the delivery method cannot be modified. Please review your choices carefully before finalising the order.

When will I receive my order?

Normally, you will get an estimated despatch and delivery date during the checkout. Delivery times depend on the delivery method available in your region and may be affected by unforeseen circumstances that could cause delays. Once your order has been despatched, the typical delivery time is:

Standard Delivery  3-7 working days for delivery

Priority Delivery  1-3 working days for delivery

Next-Day Delivery  1-2 working days for delivery

How do I track my order?

You may track your order by visiting links below depending on the courier:

DHL:https://www.dhl.com/us-en/home/tracking.html

UPS:https://www.ups.com/track?loc=en_US&requester=ST/

Royal Mail:https://www.royalmail.com/track-your-item#/?iid=RM0624_NAV_BUS_REC_TRACK

DPD:https://www.dpd.com/en/#dpd_partners

Chronopost:https://www.chronopost.fr/en/track-your-parcel

What should I do if my parcel is lost?

If you believe your parcel is lost, please contact OPPO Support as soon as possible. We will carry out a full investigation to determine the next steps. Once we have all the relevant information, it will take 5 to 7 working days to process. We will do our best to handle your case as quickly as possible.

What should I do if my parcel was damaged upon delivery?

We apologise for the inconvenience caused. Please follow the process below.

  1. Contact our customer service within 48 hours of the order being signed for.
  2. Provide customer service with the required photos or screenshots and documents, including the delivery label, the parcel’s external condition, the inner box’s condition, and the SN code on the back of the box.
  3. We will create a return authorisation for the order, which will be investigated by our warehouse. If it is confirmed that the device was damaged due to our fault, we will send you a replacement after the damaged product has been returned to the service centre.
What should I do before I sign for a parcel?

First, you should confirm the tracking information and the outer packaging, and check for any breakage or unusual damage. Then, please open your parcel to confirm the quantity and brand of the merchandise and check the packing list. If there is anything unusual, please contact OPPO Customer Support.

What should I do if my tracking has not been updated for an extended period?

If you notice that the tracking status of your order has not been updated for 5 days, please contact OPPO Support as soon as possible. Once we have all the relevant information, it will take 5 to 7 working days to process. We will do our best to handle your case as quickly as possible.

What should I do if I have received the wrong or incomplete merchandise?

If you have received the wrong or incomplete merchandise, please contact OPPO Support within 48 hours of the order being signed for. Please provide us with photographic evidence for your claim. Once we receive your claim, we will process it as soon as possible.

What happens if my parcel is returned to the warehouse?

Once your parcel is marked as undeliverable, it will be returned to the warehouse. Once we have received your returned parcel, we will then process a refund to the original account used to purchase the item(s). If you have any questions, please do not hesitate to contact OPPO Support.

When will I get my refund?

Payment providers usually process refunds within 7 working days. For returns, it may take longer as we need to verify the parcel's return. Refunds are sent to your original payment method. If you have not received it within 14 working days, first contact your payment provider. If they cannot help, please contact OPPO Support—we can provide an ARN or a screenshot to help track it. The processing time depends on your payment provider.

hy does the amount deducted from my bank card exceed the order value?

Please do not worry. We suggest that you gather the following information: your order number and a payment screenshot. Then, contact our customer service to report the issue. We will check with the team and handle your request properly. (There might be occasional system issues, resulting in the wrong amount being deducted. It will take about 3 days to have the issue resolved, and we kindly ask you to wait patiently for the solution provided by our team. Thank you for your understanding.)

Why was my order automatically cancelled? I have not yet received the refund.

Please verify if your order was successfully paid for. If so, please contact our customer service and provide the "Payment Complete" screenshot, a screenshot of the bank deduction notification, and your order number. We will investigate with our team and address your request promptly. (There may be occasional system issues causing incorrect deductions. Such issues typically take up to 3 days to resolve, and we appreciate your patience while our team works on a solution. Thank you for your understanding.)

Why haven't I received my refund if the order status shows "finished"?

For refund status enquiries, please contact customer service with your order number.

What if I'm charged twice?

Please contact customer service with your order number and proof of payment (e.g., a bank deduction notice). We will review it with the payment team and resolve the issue. We apologise for the inconvenience.

Why does my order show "pending payment" after successful payment?

This may be a status update delay. Please check again after 24 hours. If the status remains "pending," contact us and we'll escalate it to the payments team.

What payment methods do you accept?

We accept credit/debit cards (Visa, Mastercard, American Express) and PayPal. Please note that payment options may vary by store policy.

How can I claim or modify a VAT invoice?

To issue or modify a VAT invoice, please follow the path: Orders > Track Order/View Order > Edit Invoice. Notes:

  1. The 'Edit' button will be available after the Return & Replacement (RR) period has ended.
  2. You can edit the invoice for the same order up to 5 times.
  3. For Guest order:

3.1 Click 'Order Status' in the email from OPPO to go to the Find Your Order page.

3.2 Enter the order number and the email address used to place the order.

3.3 Access the order page to download or edit the invoice. For assistance, please contact OPPO Support.